My Campaign Emails and Texts are not sending

Note about 'Accepted' email status: If your campaign emails show 'Accepted' as the delivery status on individual emails, this is normal — it means the email has been sent to our delivery service and is queued for delivery. Emails typically transition from 'Accepted' to 'Delivered' once the recipient's email server confirms receipt. See Using engagement tracking for all email delivery status definitions. The troubleshooting steps below are for when campaign steps are not triggering or sending at all.

Are your emails sending but replies aren't appearing in the inbox? If you can see in your notifications that contacts are reading your emails, but their replies don't show up in your BrokerKit inbox, you need email forward logging (not BCC) — BCC only logs outgoing emails, not replies. See Are email replies shown in BrokerKit? to set up email forwarding.

Want a report of contacts whose campaign messages aren't delivering? The Campaign Reporting tab (open a campaign → Reporting) shows aggregate performance — enrolled, sent, opened, clicked, replied — but it does not list individual contacts or show delivery failures. To get a contact-level list of who is not receiving your messages, use Advanced Search → Engagement filter:

Email Bounces — lists every contact with a bounced email address (messages can't be delivered to them).

Email Unsubscribes and Email Spam Complaints — lists contacts BrokerKit will suppress, so campaign emails won't reach them.

Text Unsubscribes — lists contacts who replied STOP, so campaign texts are blocked.

Save it as a Saved Search to re-run with one click. See Using engagement tracking with your leads and agents for the full Engagement filter reference.

What about contacts "assigned twice" to the same campaign? BrokerKit prevents this automatically — you cannot enroll a contact in a campaign while they are still actively running through it. If you try, you'll see "Sorry, [name] is already subscribed to this campaign." A contact can be re-enrolled only after their previous run of that campaign has ended. Because duplicate active enrollment isn't possible, there is no "assigned twice" report to run.

Please follow these steps to troubleshoot the issue if your campaign email/text steps are not sending:

Filter the campaign in Advanced Search so you can see which leads or team members are subscribed to the campaign.
Select a lead/team member and go to the profile and find the campaign subscription and check these things:
1. Check if the campaign subscription is paused and unpause it if it should be active.
2. Check if the campaign subscription indicates the campaign has ended.
3. If the campaign is active, check how many steps have been triggered and how many are left.
If the campaign step shows triggered in the campaign subscription:
1. If you see the message in the timeline:
  1. Review the delivery status of the emails/texts in the bottom right corner of the message to see if they were not delivered for some reason. See this article here for a definition of the delivery statuses. If you are unsure what the delivery status means, please email us at support@brokerkit.com and be sure to give us the details of which steps you performed in this article and what you are seeing for the delivery status.
2. If you don't see the message in the timeline:
  1. For Campaign 1.0, the sending window is 9 AM-noon in your timezone. For Campaign 2.0 (default for new campaigns), messages send at the scheduled time you've set - there is no 9 AM-noon restriction. To determine which version you're using, check your campaign settings for the 'Campaigns 2.0' toggle. If the step shows as triggered but you don't see the message in the timeline, wait about 15 minutes and check again, as there can be a brief delay in timeline updates.
If the step was not triggered:
1. Determine if the campaign was triggered past the sending window:
  1. Search the timeline to find the activity logged when the campaign was triggered.
  2. Hover over the trigger timestamp of when it was triggered, and you will see the date and time it was triggered.
  3. The campaign sending window is 9-noon in your timezone. If you triggered the campaign for today past the sending window, it will go out tomorrow.
2. Check if the campaign is paused overall or on the campaign subscription on the lead/team member is paused.
  1. If the campaign subscription on the lead/team member is paused and you are not sure how it happened, look for one of these conditions that could cause it:
    - Archiving the lead/team member.
    - Moving a lead to "Signed" to move them to retention.
    - Moving a team member in retention back to recruiting.
    - There is a campaign with text steps triggered on a lead/team member with no phone number.
3. Check for Automatic Campaign Pausing:
  1. If your campaigns paused unexpectedly, check if you have the "pause on reply" feature enabled:
    1. Go to your campaign's Settings tab
    2. Look for the "Managing Replies" section
    3. If "When a contact replies to any text → Pause the campaigns for this contact" is enabled, campaigns will automatically pause for individual contacts who reply to text messages
    4. This feature keeps other contacts in the campaign active while pausing only for those who replied
    5. To prevent this, you can disable this setting in the campaign's Settings tab and save the changes
4. Check all steps in the campaign to make sure the sender's email address and phone number are selected.
  1. If there is no phone number selected for one of your text steps in the campaign, it is possible it was assigned to a user who was removed or had their phone number released.
    - If the text step was assigned to you and you don't see your phone number now, it is possible that someone released your phone number.
    - To check if your phone number was released, click your name in the top right to go to the user profile menu and select "Phone Number," where you should see your phone number under the "Brokerkit Number." If you no longer see your phone number, it is possible it was released. In this condition, please email support@brokerkit.com to see if your phone number can be recovered.
5. Check to make sure you have a Brokerkit phone number assigned if the campaign has text steps.
  1. Click your name in the top right > Phone Number, and if you have a phone number, it will show on this page.
  2. If you see a prompt to "Pick your phone number," you don't currently have a phone number assigned to your user account, so please select one so the text steps in your campaign will work.
6. Existing campaign progress plays a crucial role in determining why some contacts may not receive your campaign emails or texts:
  - Contacts who have completed the campaign:
    - These contacts will not receive any new email steps that you add.
  - Contacts who are still active in the ongoing campaign:
    - These contacts will receive any new email steps that you add.

📩 If you follow all steps above and can't determine the issue, then please email us at support@brokerkit.com and tell us the findings from following these steps, so we can investigate the issue.